{ "ucid": "21112178885947811", "call_date": "2026-09-08", "start_time": "2026-09-08 14:54:38", "end_time": "2026-09-08 14:55:44", "duration_sec": 66, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9e8be7eca374d4e457d87c3c5a8bb3af.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 617, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178885947811__DIA9e8be7eca374d4e457d87c3c5a8bb3af.mp3", "audio_bytes": 142128, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 47.376, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello?\n[3s] AGENT: Uh hello, good afternoon. Am I talking to Mr. Nikin?\n[6s] CUSTOMER: No, sir.\n[7s] AGENT: Uh is it Mangal Industries?\n[9s] CUSTOMER: Yes, please.\n[10s] AGENT: Yeah, so I I'm calling from JSW One platform. Uh just wanted to check on your registration done in our portal. So are you looking for any CR HR sheet or coil?\n[19s] CUSTOMER: Yes, please. Yeah, I have to create.\n[21s] AGENT: Okay. Uh so what exactly is it that you are that you want?\n[24s] CUSTOMER: Would you please send the WhatsApp to the number?\n[26s] AGENT: Sure, sir. I'll do that. Uh this 8667 is your WhatsApp number, right?\n[30s] CUSTOMER: Uh yes, please.\n[31s] AGENT: Yeah, yeah. I'll I'll text you in WhatsApp.\n[33s] CUSTOMER: Okay.\n[34s] AGENT: Okay, thank you.\n[35s] CUSTOMER: Okay, thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some faint background conversation during the customer's turns, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer deflects by asking for a WhatsApp message, agree, but immediately secure a firm next step like, 'Certainly, I'll send that now. Can I call you back at 4pm to discuss it?'", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called Mangal Industries to follow up on a portal registration. The agent confirmed the customer has a need for HR/CR products, but the customer immediately requested information via WhatsApp. The agent agreed and ended the call without performing discovery or setting a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking a generic question about product needs.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Uh so what exactly is it that you are that you want?\", \"comment\": \"The agent made one attempt at discovery, but the customer deflected before any of the required questions could be answered.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So are you looking for any CR HR sheet or coil?\", \"comment\": \"The agent successfully asked if a requirement exists and the customer confirmed one, though details were not captured due to customer deflection.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll I'll text you in WhatsApp.\", \"comment\": \"The agent agreed to send a WhatsApp message, which is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer deflects by asking for a WhatsApp message, agree, but immediately secure a firm next step like, 'Certainly, I'll send that now. Can I call you back at 4pm to discuss it?'\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Would you please send the WhatsApp to the number?\", \"response\": \"Sure, sir. I'll do that.\"}], \"call_summary\": \"The agent called Mangal Industries to follow up on a portal registration. The agent confirmed the customer has a need for HR/CR products, but the customer immediately requested information via WhatsApp. The agent agreed and ended the call without performing discovery or setting a firm next step.\"}", "error": null, "latency_ms": 38501, "input_tokens": 2828, "output_tokens": 794, "created_at": "2026-09-25 11:20:32", "sentiment": "positive", "sentiment_score": 0.505, "sentiment_confidence": "high", "pos": 16, "neg": 0, "lex_hits": 20, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.703, "agent_talk_sec": 19.6, "customer_talk_sec": 8.3, "dead_air_sec": 38.1, "longest_monologue_sec": 7.5, "agent_wpm": 257.1, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 5, "words_agent": 84, "words_customer": 28, "monologue_heavy": 0, "turns": [ { "ucid": "21112178885947811", "idx": 0, "speaker": "customer", "start_s": 1.68, "end_s": 2.18, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178885947811", "idx": 1, "speaker": "agent", "start_s": 2.8, "end_s": 5.43, "text_en": "Uh hello, good afternoon. Am I talking to Mr. Nikin?", "text_native": "Uh hello, good afternoon. Am I talking to Mr. Nikin?" }, { "ucid": "21112178885947811", "idx": 2, "speaker": "customer", "start_s": 5.96, "end_s": 6.63, "text_en": "No, sir.", "text_native": "No, sir." }, { "ucid": "21112178885947811", "idx": 3, "speaker": "agent", "start_s": 7.2, "end_s": 8.5, "text_en": "Uh is it Mangal Industries?", "text_native": "Uh is it Mangal Industries?" }, { "ucid": "21112178885947811", "idx": 4, "speaker": "customer", "start_s": 8.7, "end_s": 9.33, "text_en": "Yes, please.", "text_native": "Yes, please." }, { "ucid": "21112178885947811", "idx": 5, "speaker": "agent", "start_s": 9.88, "end_s": 17.4, "text_en": "Yeah, so I I'm calling from JSW One platform. Uh just wanted to check on your registration done in our portal. So are you looking for any CR HR sheet or coil?", "text_native": "Yeah, so I I'm calling from JSW One platform. Uh just wanted to check on your registration done in our portal. So are you looking for any CR HR sheet or coil?" }, { "ucid": "21112178885947811", "idx": 6, "speaker": "customer", "start_s": 18.6, "end_s": 20.8, "text_en": "Yes, please. Yeah, I have to create.", "text_native": "Yes, please. Yeah, I have to create." }, { "ucid": "21112178885947811", "idx": 7, "speaker": "agent", "start_s": 20.8, "end_s": 23.6, "text_en": "Okay. Uh so what exactly is it that you are that you want?", "text_native": "Okay. Uh so what exactly is it that you are that you want?" }, { "ucid": "21112178885947811", "idx": 8, "speaker": "customer", "start_s": 24.0, "end_s": 26.1, "text_en": "Would you please send the WhatsApp to the number?", "text_native": "Would you please send the WhatsApp to the number?" }, { "ucid": "21112178885947811", "idx": 9, "speaker": "agent", "start_s": 26.4, "end_s": 29.5, "text_en": "Sure, sir. I'll do that. Uh this 8667 is your WhatsApp number, right?", "text_native": "Sure, sir. I'll do that. Uh this 8667 is your WhatsApp number, right?" }, { "ucid": "21112178885947811", "idx": 10, "speaker": "customer", "start_s": 29.5, "end_s": 30.5, "text_en": "Uh yes, please.", "text_native": "Uh yes, please." }, { "ucid": "21112178885947811", "idx": 11, "speaker": "agent", "start_s": 30.7, "end_s": 32.3, "text_en": "Yeah, yeah. I'll I'll text you in WhatsApp.", "text_native": "Yeah, yeah. I'll I'll text you in WhatsApp." }, { "ucid": "21112178885947811", "idx": 12, "speaker": "customer", "start_s": 32.8, "end_s": 33.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885947811", "idx": 13, "speaker": "agent", "start_s": 33.7, "end_s": 34.4, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178885947811", "idx": 14, "speaker": "customer", "start_s": 34.9, "end_s": 35.7, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178885947811", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission or if it was a good time to talk." }, { "ucid": "21112178885947811", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead asking a generic question about product needs." }, { "ucid": "21112178885947811", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Uh so what exactly is it that you are that you want?", "comment": "The agent made one attempt at discovery, but the customer deflected before any of the required questions could be answered." }, { "ucid": "21112178885947811", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs could be pitched." }, { "ucid": "21112178885947811", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So are you looking for any CR HR sheet or coil?", "comment": "The agent successfully asked if a requirement exists and the customer confirmed one, though details were not captured due to customer deflection." }, { "ucid": "21112178885947811", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll I'll text you in WhatsApp.", "comment": "The agent agreed to send a WhatsApp message, which is not a committed next step like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178885947811", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Would you please send the WhatsApp to the number?", "response": "Sure, sir. I'll do that." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }